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Introduction – Navigating the Technical Terrain of User Research Field Studies

User research field studies are essential for understanding how users interact with their products in real-world environments. In our daily work with high-tech and complex products and critical HMI-systems, we continually face the challenge of providing deep insights that surpass the traditional boundaries of conventional user research. This is achieved by focusing on meticulous technical preparation and execution to ensure the integration of proven methods with the specific setups of the existing use environments in which we observe and interview users. This blog post explores the crucial technical considerations that ensure every observation and data point collected during our user research field study is accurate, secure, and valuable.

Ensuring Pristine Audio Quality: Hear Every Detail

Audio clarity is crucial for obtaining accurate user insights. Clear audio recording ensures that nuanced user interactions, comments and feedback is ceptured effectively. Poor audio quality can obscure user responses and lead to misinterpretations that skew the study’s results in worst case scenario. To counteract this, we use high-quality clip-on microphones adept at minimizing background noise and enhancing speech clarity. Depending on the workflow and the cooperative tasks, it is necessary to track more than one user in parallel. Having enough microphones on site, as well as a backup, saves essential time by avoiding the need to reconduct and repeat observations due to the inability to track every user’s voice simultaneously. Techniques such as placing lapel mics on participants, along with strategically positioning ambient microphones, ensure that every spoken word is captured with precision, as well as the noise levels surrounding the observed human-machine interaction. To ensure everything runs smoothly as soon as the observation starts, a technical check of charging levels and audio channel activations via laptops and tablets, dedicated to technical monitoring and settings, guarantees reliability and quality.

Comprehensive Video Coverage: See the Full Picture

The optimal use of camera configurations ensures comprehensive visual insights. Video documentation in user research field studies offers a visual account invaluable for later analysis. It allows researchers to observe non-verbal cues and interactions that might go unnoticed in audio-only recordings. We recommend employing multiple camera angles to capture a full spectrum of interactions, ensuring that nothing is missed. Our practice involves using both fixed and mobile camera setups to provide comprehensive coverage that brings every user interaction into focus. This can be achieved with tall camera stands that provide a bird’s eye view, combined with eye-tracking and POV (point of view) glasses with cameras, as well as mobile cameras on gimbals. If interactions on specific static user interfaces are of interest, cameras that allow a detailed view of these interfaces might be closely attached to these interfaces via holders. 

Synchronization of Data Streams: A Unified View

Streamlining data is essential for cohesive analysis. Synchronizing audio, video, and other data streams is crucial for creating a cohesive understanding of user interactions. Time-stamped data enables researchers to align insights from various sources accurately, enhancing the analysis process. At USE-Ing., we utilize advanced synchronization software that integrates all data streams in real-time, ensuring that every piece of information is contextualized within the broader scope of the study. This approach is particularly useful when multiple data streams are recorded and captured in parallel, potentially saving significant time during the analysis phase later on.

Procedure Documentation: The Blueprint of Success

Detailed checklists and procedure descriptions guarantee flawless execution and reproducibility. Accurate documentation of the research procedure ensures consistency and reproducibility, which are crucial for validating the study’s findings. Our method includes comprehensive checklists and step-by-step guides that cover every phase of the research—from preparation to execution and post-study analysis. This meticulous approach ensures that every team member understands their role and responsibilities, reducing the likelihood of errors and oversights. Like a precisely ticking clockwork, the entire research team can work together effectively and efficiently during the research study trip thanks to a well-structured check-up conducted just before. This allows each member the mental space to focus on the substantive and methodological aspects of the observation.

Data Security and Privacy: Safeguarding Sensitive Information

Ensuring robust protocols for protecting user data is a state-of-the-art responsibility for today’s user research professionals. In today’s digital age, securing personal and sensitive data is more critical than ever, especially in user research, which often handles large volumes of personal information. We adhere to stringent data security protocols, including encrypted data storage, secure data transfer processes, and compliance with global privacy regulations such as GDPR. The process begins well before the actual site work—starting from when the consent for data captures is planned and requested, documents are prepared, and participants are briefed. This proactive approach helps both the research team and the participants feel comfortable in their roles onsite, enabling them to adhere to the research plan without the need for onsite improvisation. Our commitment to data security not only protects our research but also builds trust with participants, ensuring they feel safe and respected throughout the study..

Conclusion – Mastering technical aspects for Insightful Outcomes

By focusing on these five key areas, we ensure that every study is built on a foundation of technical excellence that leads to reliable and actionable insights. These insights did not come overnight, nor did the optimization of the processes and procedures associated with them. Rather, it has been a journey of constant learning and improvement through many years of experience and practice. We understand that the success of a user research field study hinges not only on methodological expertise but also on how well the technical aspects are managed, which are subject to constant change. Therefore, we are committed to continuously reflecting on and adjusting our approach as opportunities for improvement are recognized. Our team looks forward to these future experiences.

In embracing these principles, we invite you to join us on a journey toward a deeper understanding and enhanced user experience, where every technical detail is a step towards perfection in practice.

Stay tuned for more insights and behind-the-scenes looks at how we are pioneering the future of user research and usability engineering.

STANDARDS & REFERENCES

• Learning from the User – Contextual Interview | USE-Ing. GmbH
• Workflow Evaluation and Interface Design IMRI Solutions – Research Project | USE-Ing. GmbH

They are based on the actual, current, or future user group, but do not depict a real existing person. The fictional but realistic persona helps developers to view their product from the user’s perspective and to identify with it. Therefore, personas aid in understanding the needs of the represented users and in generating solutions for the user’s interaction with the product.

Foundation of the persona

The persona is based on solid user research and requires a good understanding of the users. It should first be clarified who the current or future users are and what characterizes them. Various methods from the field of User Research can be used for this purpose, such as focus groups or contextual inquiry.

This subject area corresponds to the Empathize phase of the five-stage Design Thinking process, in which an understanding for the users is developed.

In the five-stage Design Thinking process, which consists of the phases Empathize, Define, Ideate, Prototype, and Test, the persona can be categorized into the “Define” phase. In the Define phase, the results of the Empathize phase are summarized, and user-oriented problems are analyzed and defined. The persona provides a way to summarize and represent these results so that they can be communicated well to all involved in the product development process.

In the usability engineering process in medical technology, the persona, alongside the purpose specification and the usage context, can be part of the Use Specification.

Usually, several personas are created to represent the diversity of users. The sensible number of personas depends on the heterogeneity of the users.

Many products have several user groups, such as in medical technology where doctors and surgical nursing staff often work with the same product in different ways. If there are different user groups, they should each be represented by one or more personas.

Structure of a Persona

Personas contain demographic data, including name, age, gender, and place of residence. The persona’s social environment is also of great relevance. For example, it can be stated whether time is spent with friends and what the marital status is. Another aspect is the values, attitudes, and goals in life.

Typically, the persona is accompanied by an image to give it a literal face.

Details about the professional background and education are also part of the persona. In addition to the profession, leisure activities are relevant, so that the observers, i.e., those involved in the project, can imagine a typical day of the persona.

Further questions to be answered by the persona are: Does the persona have sensory or motor limitations? Does she have illnesses or is she particularly fit?

Additional product-specific details, such as special prior knowledge and previous experience with the product or similar products, can be valuable information and are therefore useful components of a persona. Which additional aspects are integrated and how priorities are set in designing the persona depends heavily on the product. Overall, the persona should present a coherent overall picture.

Working with Personas

Personas serve as a communication tool between all project participants. They can standardize the understanding of users in the project team and define properties of the users to be considered.

Based on the personas, usage scenarios can be created in the further process, which depict the persona using the product to be developed.

Viewing the product from the perspectives of the personas, and thus the users, is useful, for example, in generating problem solutions or developing ideas for new features. Personas are also suitable for uncovering and understanding specific pain points or critical usage situations.

Additionally, personas can be used to assist in decision-making or prioritization of ideas in the development process.

If new insights about the user group or the product emerge over time, the persona should be reviewed for its currency and possibly adjusted.

CONTRIBUTIONS IN THIS TOPIC FIELD

Known as a contextual interview or Contextual Inquiry in English, it enables the direct learning of various aspects about the user themselves, the usage, and the usage context from the product’s user. The combination of observation and questioning uncovers relationships and backgrounds that can be incorporated into the product development process.

Therefore, the contextual interview is sensibly placed at the beginning or in the creative phase of the product development cycle. In the five-stage Design Thinking process, the method can be used in the “Empathize” phase, which aims to build an understanding of the user. In medical technology, the contextual interview can be used as a User Research method for creating the Use Specification in the Usability Engineering process.

Preparation of the Contextual Interview

A contextual interview should be well prepared. This includes selecting suitable participants. It is advisable to consider each user group of the product.

Furthermore, thematic focuses and relevant questions to be emphasized during the interview should be prepared. A guide should be created for a structured process. However, the interviewer should also flexibly adapt the questioning to the observed aspects and the individual answers of the interviewed user. Often, the questions become sharper with each conducted contextual interview, as the understanding of the relevant aspects continuously expands.

Execution

The contextual interview is conducted in the field, i.e., in the user’s usual usage environment. Firstly, the user is observed during interaction. The questioning follows in the second step.

During observation, it is recommended that the interviewer remains as inconspicuous as possible in the background to avoid influencing the usual workflow. In some cases, it may be useful to ask occasional intermediate questions during the observation, but care should be taken not to throw the user off track.

To enable a detailed analysis at a later point, it is advisable to document the contextual interview using video or audio recording. This allows the interviewer to focus on the conversation and conduct it smoothly without interruptions for writing. Alternatively, the questioning can also be recorded by a note-taker. While this risks losing nuances of the conversation, it significantly accelerates the evaluation. A combination of both documentation methods enables the evaluation to be conducted based on the notes and to refer to the video or audio recording in case of uncertainties in the notes.

Topics of the Contextual Interview

Aspects that can be captured in a contextual interview include workflows, the individualization of the product, and difficulties in interaction. Also, when and how often the product is used can be of high relevance.

Observing the user allows the capturing of implicit knowledge. Implicit knowledge refers to knowledge that the user can apply in the relevant situation but otherwise cannot easily articulate in theory.

The best-known example is tying shoes, which is a daily task for most people. Yet, the exact procedure is difficult for many to describe. The same phenomenon can occur with the user’s routine interaction with a product, making it challenging to capture implicit knowledge in a general survey.

The work environment and influences such as noise or lighting conditions, as well as dependencies and communication with colleagues and superiors, can also be relevant factors and captured via the contextual interview. The use of aids or the transfer of information or products are often meaningful aspects that can be observed and questioned. For example, if data need to be imported or exported into the system, difficulties with the compatibility of file formats can arise, making integration into the user’s overall workflow difficult.

If the interviewer notices unusual interactions or user irritation during observation, these can be directly addressed in the interview. Specific behaviors can be questioned, thus uncovering connections and optimization potentials.

Working with the Results

After conducting the interview, the notes or video/audio recordings should be evaluated promptly using appropriate methods. The results can then, for example, be transferred into personas and scenarios suitable for communicating the results to all project participants.

Uncovered pain points and optimization potentials can be directly transferred from the evaluation into product development.

The disadvantage of the contextual interview is the time required for execution and evaluation. However, the method is well suited for a thorough, empirical analysis of usage requirements. It is particularly suitable for the further development of an existing product or for integrating a new product into an existing workflow.

CONTRIBUTIONS IN THIS TOPIC FIELD

Standards & References

This method falls under User Research and aims to capture the usage requirements and needs of users for a product that is to be developed. Therefore, it makes sense to conduct the focus group during the creative phase, at the beginning of the development process. In the Design Thinking process, this means that the focus group should take place in the “Empathize” phase, the first phase. In Usability Engineering in medical technology, the focus group falls under the area of Use Specification. In the focus group, various concepts, early prototypes, and ideas are discussed with representative users. This means that the participants are selected to reflect the actual users. When choosing, demographic characteristics, prior knowledge of using the product, and relevant social and professional backgrounds should be considered.

The focus group is ideal for capturing the needs and feelings of users. However, it is not suitable for evaluating an interface, as group dynamics prevent the capture of an honest and heterogeneous opinion.

Preparation of Focus Groups

To achieve good group dynamics, the focus group should consist of 5 to 10 participants. Two employees are needed to conduct the focus group. One is the leader, who conducts the survey and guides the group discussion, and the other is a note-taker, who records the results. The note-taker’s goal is to capture the key points of the discussion, ideas, and concerns, and document open questions for the final discussion. Striking quotes or special situations should also be captured by the note-taker. To capture difficulties in using the product by participants or ideas and suggestions, photos should be taken during the focus group, which can be integrated into the evaluation.

The focus group must be thoroughly prepared. This includes generating the necessary prototypes or demonstration materials. Additionally, a procedure and a guideline for the topics to be discussed should be created. About two hours should be planned for the duration of the focus group. Within this time frame, the concentration and motivation of the participants can be maintained at a high level.

Procedure of a Focus Group

Typically, the focus group starts with the introduction of the focus group leader and the participants, as well as a brief introduction to the product under discussion.

Before the participants are allowed to inspect and test the product or prototypes, they are first questioned on a theoretical basis, e.g., using a questionnaire about the product. This first captures the initial overall impression, expectations, and fears of the participants before delving into specific details and aspects later in the discussion.

Only in the third step are the participants confronted with the product or prototype. The participants are asked to play through various scenarios with the product or prototype and discuss them. This step usually takes up the most time in the focus group. The leader’s task is to guide the discussion and address the ideas and opinions of the participants.

Various questioning techniques can be used for the group discussion. For example, different concepts can be presented, from which the participants choose the most suitable or prioritize them according to various aspects. Having the participants perform role plays or asking them to imagine how they would use the product in certain situations is suitable for this step.

Depending on the product, it may be useful to move to another room for this step, where the product or prototypes are set up, along with the materials needed for the group discussion.

In the final step with the participants, the focus group leader and the note-taker summarize the results and clarify the open questions noted by the note-taker. The participants are then thanked and dismissed.

Evaluation of Focus Groups

It is advisable for the focus group leader and the note-taker to sit down immediately after the focus group and reflect the results in a brief report. The notes can be used later for a detailed evaluation.

In addition to the results of the group discussion, it is important for the evaluation to consider the group dynamics. Key aspects here include whether the group was dominated by one or more participants or whether some participants held back. If aspects are discussed particularly intensively or heatedly, this reflects the relevance or the polarizing nature of the aspect. A focus should be placed on these aspects in the further development process. Peculiarities, such as specific word choices or frequent repetitions of the same statement, can also be insightful.

In general, conducting several focus groups enables a more diverse and representative result.

CONTRIBUTIONS IN THIS TOPIC FIELD

Standards & References